FAQ

• View your Policy Details
• Self Service transactions:
  • Update Correspondence Address/Contact Number/Email
  • Update Bank Account (Direct Credit)
  • Online payment remittance
  • Update Credit/Debit Card Payment (Auto Debit transaction)
  • Submission of Partial Withdrawal
  • Submission and track eClaims
  • Download Correspondence letters, statements, receipts, ePolicy/eCertificate, eMedical Card
  • Download Forms

• Logon to www.tokiomarinelife.com.my/eServices
• Complete the Registration Form with the mandatory columns (*) only.
• Kindly read the terms and condition, and then click submit if you agree to proceed.
• Upon successful registration, a One Time Password (OTP) will be sent to your registered mobile number via SMS.
• Kindly key in your New NRIC Number / Passport Number and the OTP, then click “Login”.
• Upon successful login, a message “Your password has expired. Please change your password” will be prompted and you need to click “ok”. You may change your password by entering the current password (OTP), new password and confirm the password.
• You have to change the OTP within 7 days by activating your Customer Portal account.
• If you fail to activate the OTP within 7 days, you are required to click on Forgot Password and a fresh OTP will be sent to your mobile phone number registered with us.
• You may watch our Video Guide for your easy reference or view our Step by Step Guide

Policy Owner’s data has to match with our database records and the common reasons for unsuccessful registration can be due to any of the following un-match records:

• NRIC/Passport Number
  • You have not update your New NRIC/Passport Number
  • Our database is still holding your Birth Certificate Number/Old NRIC
• Policy Number
  • You may have entered an incorrect policy number
  • You may have entered a policy number with an unmatched Policy Owner name
• Full Name
  • Name keyed in does not match with our records
• Mobile Phone Number
  • The mobile phone number keyed in during registration is different from our records
• Email Address
  • The email address keyed in is different from our records

Possible reasons for not receiving the OTP could be any of the following:

• You have not update your latest Mobile Phone Number with us
• Your current location may be outside the respective telco network coverage area.
• Your Telco network operator may be experiencing temporary technical maintenance.
• Your SMS Inbox is full.
• Call Blocker App is installed to exclude SMS short code number

Alternatively, you may contact us via Live Chat or Customer Care Hotline at 03-2603 3999 for further assistance

• Logon to www.tokiomarinelife.com.my/eServices
• Click on ‘My Profile’
• Select ‘Change Password’
• Key in the current password
• Key in New Password
• Confirm New Password
• The new password criteria must be:
• • At least 8 character long
  • Contains Capital Letter / Uppercase
  • Contains a special character such as @,#, $,*,!
  • Contains Numeric
  • Contains Small Letter / Lowercase

• Click on Forgot Password
• Key in your new NRIC Number / Passport Number
• Click Submit
• A One Time Password (OTP) will be sent to your registered mobile number via SMS.
• Upon successful login, a message “Your password has expired. Please change your password” will be prompted and you need to click “ok”. You may change your password by entering the current password (OTP), new password and confirm password.
• You have to change the OTP within 7 days by activating your Customer Portal account.
• If you fail to activate the OTP within 7 days, you are required to click on “Forgot Password” and a fresh OTP will be sent to your mobile phone number registered with us.
• You may watch our Video Guide for your easy reference.